Assessing the service quality of street level bureaucracy in Ho Chi Minh City, Police Department of the Eleventh District, Vietnam | |
| Author | Trinh Thi Kim Phuong |
| Call Number | AIT RSPR no.SM-06-112 |
| Subject(s) | Bureaucracy--Vietnam--Ho Chi Minh Police social work--Vietnam--Ho Chi Minh |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-06-112 |
| Abstract | In the administrative reform, achievement of satisfaction of the citizen is the very important indicator in success evaluation. In an effort to develop the performance. of street level bureaucracy in the Police department of 11th district, and to increase the positive attitude of the citizen towards the police officials, a public attitude survey was carried out. The survey is to capture expectations of the citizen and to compare these with their perceptions of the service delivered by the Police department of 11th district. The study also reports a parallel SERVQUAL survey of the staff to examine what the frontline-officers think about how service users assess the quality of the service and compare the answers of the officers with those of the users. Another purpose of the research is to explore the application of the SERVQUAL approach to assess the quality of service in Police domain. Then, recommendations are produced for better service quality |
| Year | 2006 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Zimmermann, Willi; |
| Examination Committee(s) | Dimmitt, Nicholas J. ;Sununta Siengthai ; |
| Scholarship Donor(s) | Project 300, People Committee of Ho Chi Minh City |
| Degree | Research Studies Project Report (M. BA.) - Asian Institute of Technology, 2006 |